Report: Sorry Shouldn’t Be the Hardest Word

It would be nice to believe every customer relationship is a perfect relationship. But service failures are inevitable.

A poorly handled failure could prove fatal to your business. Not only do you risk losing the customer you’ve wronged, if they share their dissatisfaction across their network they could negatively influence others’ opinions.

The good news is, handling a customer crisis the right way can not only rescue the relationship but advance it to an even higher level.

In this State of the Conversation Report, you’ll discover a science-backed apology messaging framework that you can use to build and deliver your apology message—and positively influence even your most angry and bitterly disappointed customers.